Officer - Service Desk

Officer – Service Desk

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

• Itmam, a wholly-owned subsidiary, provides banking operational and processing services to all Group sectors, including lending, wealth management, and ATM services. Integrated into the Group Business Services (GBS) organisational structure, Itmam operates under its own Board of Directors, comprising Group executive staff members. Its structure includes a General Manager overseeing five key operational service divisions: Consumer Operations, Corporate & Investment Banking Operations, Customer Contact Services, Treasury and Syndication Operations, and Shared Services and Operations Management. Notably, "Tamooha," the Group's award-winning operations centre initiative, is staffed exclusively by UAE national women.

In this role, your key responsibilities include:

• Tech Support: Provide effective and timely support for hardware, software and digital workplace issues, in an empathetic, proactive and cooperative manner to ensure the smooth running of the department. Apply IT support tools in order to resolve end-user issues and incidents. Analyse and diagnose technical problems, in order to prioritise and work through multiple requests to resolution. Collaborate with teams across ADCB Technology Services and vendors in order to resolve issues. Improve documentation of troubleshooting knowledge repositories to ensure correct information is recorded.
• CommunicationProvide a timely response to inquiries, incidents and issues, with escalation to Level 2 support as required to ensure all raised queries are resolved. Maintain accurate records and contribute to key reporting to ensure accuracy of data stored. Implement new processes and improvements, whilst contributing to feedback loops to ensure all processes are up to date and in accordance with ADCB requirements. Participate in team meetings and contribute to knowledge sharing in order to maintain own knowledge and understanding
• Policies, Processes, Systems and Procedures: Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders.
• Customer Service: Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions.

The ideal candidate should have the following experience

•  Minimum Experience: At least 3 years of experience working in a Banking environment, of which at least 1 year of experience in a Customer Service role or IT Service Desk
• Minimum Qualifications: Bachelor’s Degree specializing in Computer Science, Management Information Systems or related field.

What we offer:

• Competitive Salary: The indicative pay range for this role is AED 5,000 - AED 8,000 per month. Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.
• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.